Credit card -- Other features, terms, or problems -- Complaint #17802328
Complaint Overview
Complaint ID: 17802328
Company: American Express Company
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with rewards from credit card
State: Illinois
ZIP Code: 600XX
Date Received: 2025-11-21T12:00:00-05:00
Date Sent to Company: 2025-11-21T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am writing to dispute the points earned on a charge of {$350.00} posted to my XXXX XXXX XXXX American Express Card for a stay at the XXXX XXXX XXXX by XXXX on XX/XX/year>. This property is a XXXX XXXX hotel. Under the terms and conditions published by American Express : You will receive 4 additional points ( for a total of 6 points ) for each U.S. dollar of eligible purchases charged on your XXXX XXXX XXXX American Express Card when charged directly with properties participating in XXXX XXXX that are owned or managed by XXXX XXXX XXXX XXXX and its affiliates. Despite meeting these conditions, the charge was coded under the merchant name XXXX XXXX XXXX XXXX XXXX, which prevented the system from recognizing the transaction as a XXXX XXXX property. However, the key requirement under the terms is that the purchase be charged directly with a participating XXXX property, which it was. I submitted this issue twice through internal review, but my claim was rejected without any request for supporting documents. I offered to provide the hotel folio and any additional evidence needed, but no documentation was requested. I was also not informed of the outcome of the review until I called on XX/XX/year>. Given that this was a direct charge from a XXXX XXXX property, I should receive 6X points as set out in the Cardmember Agreement. I respectfully request that this be corrected and the appropriate points be credited to my account.
Frequently Asked Questions
What is Complaint #17802328 about?
Complaint #17802328 was filed against American Express Company regarding Credit card specifically about Other features, terms, or problems. It was received by the CFPB on 2025-11-21T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against American Express Company?
Yes, visit the American Express Company company profile at readthecomplaint.com/company/american-express-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.